Driving Innovation in Government IT: Insights from New York State CIO

Modernizing IT at the scale of an entire state is no small feat. For Dru Rai, Chief Information Officer & Director of the Office of Information Technology Services for New York State, the responsibility comes with unique challenges, but also incredible opportunities to improve the daily lives of millions of New Yorkers. In a recent conversation, he shared his perspective on the biggest hurdles, the vision for digital transformation, and the critical role of collaboration between government and solutions providers.

The Challenges of Modernization

According to Rai, two core challenges consistently shape IT modernization in government: talent and resources.

• Talent: From in-house experts to external partners, the need for skilled professionals who understand both technology and domain-specific processes is urgent. Without this knowledge, delivering timely, high-quality services is nearly impossible.

• Resources: Budget structures and timelines often clash with agile, cloud-first approaches. While commercial IT increasingly runs on subscriptions and incremental delivery, state financing models are still built around large, inflexible capital expenditures. “The way dollars are allocated doesn’t always align with how modern IT services are built and consumed,” Rai noted.

Empowering Employees Through Technology

For Rai, the ultimate goal of digital transformation is making employees more productive and effective. By automating repetitive, labor-intensive work, government employees can spend more time planning, strategizing, and innovating.

“Every employee should be able to focus on creating value rather than being bogged down by manual processes,” he explained. “When employees are more effective, the end result is better—and often faster—service for the public.”

Bridging the Digital Divide

Rai also emphasized the importance of inclusivity when designing digital services. While cutting-edge technologies like AI dominate headlines, he cautioned that agencies must remain grounded in the real needs of citizens.

For example, not every resident has access to high-speed internet or the latest devices, but nearly everyone has a mobile phone. Designing services that are accessible across devices, socioeconomic conditions, and even in-person environments ensures no one is left behind.

“It’s less about fancy tools for specialists, and more about practical solutions that help everyday New Yorkers—like a single mom waiting on benefits—to get answers quickly,” he said.

Busting Myths About Government IT

Rai is also eager to dispel misconceptions about government IT work. After more than three decades in the private sector, he admits he was surprised by the scale, complexity, and impact of the public sector.

“The workload is immense, and the resources are often smaller than you’d expect. But the difference is, in government, you sleep well knowing the work truly impacts people who need help. That’s what makes this mission-driven work so meaningful.”

He also pushed back on the notion that government only uses outdated technology. While legacy systems do exist, the state is also running some of the “coolest programs and projects” to enhance the New York experience—especially in areas like cybersecurity, where recent investments have significantly strengthened resilience.

Real-World Impact: From COVID Response to Cybersecurity

Rai pointed to recent examples where technology directly improved the lives of New Yorkers:

• COVID Response: Using robotic process automation (RPA), New York rapidly scaled unemployment benefits processing at the height of the pandemic.

• Migrant Services: IT systems have supported state-level initiatives to assist migrants, ensuring resources are deployed effectively.

• Cybersecurity: Major investments in security infrastructure have minimized incidents across the state—a behind-the-scenes success that protects millions of residents daily.

Why Collaboration Matters

Finally, Rai highlighted the importance of events that bring together government leaders, academia, and solutions providers.

“Innovation requires collaboration. These events give us a chance to explore what’s possible, build relationships, and find better ways to solve challenges—both old and new. The real value comes not just from quick answers, but from the networks and partnerships that continue long after the event ends.”

Key Takeaways for Public Sector Leaders and Solution Providers

• Talent development and partnerships are critical to advancing IT modernization.

• Flexible funding models are essential to keep pace with agile and cloud-first approaches.

• Citizen-centric design—especially inclusive of mobile users and underserved communities—must be the guiding principle of digital services.

• Collaboration with solution providers is not optional; it’s the foundation for sustainable innovation in government.

For New York State, the mission is clear: empower employees, serve residents more effectively, and use technology responsibly to create lasting impact.

Want more insights like this one? You're in luck! 

Dru Rai is returning to the Government Innovation Showcase New York on November 5th! Public sector employees can grab their complimentary passes here.

We hope to see you there.